Customer Service!

Customer service.

We have done this week questions on the Cold storage specialty store located at Tanglin.

Standardized Customer Service Strategy

The store adopts a Standardized customer service strategy which allows the store to meet the basic customer service needs of the customers however it would not exceed the customer’s expectations. In return to the reduced service standard, by having a standardized service strategy would allow the store to reduce cost and ensure high consistency so as to ensure that all customers would receive similar treatments.

Lack of products knowledge

The first level of customer service was received when the cashiers greeted us the moment we walk in. However, the service stops after that until the moment when we decided to complete the transaction. With such a small store space and more specialty focus, we expect more and better customer service in terms of product knowledge. But the staffs there don’t seem to have sufficient product knowledge when we enquire them on the organic products.

Inconsistent service

What we observe during this trip is that their service level is inconsistent. For example, when we came in to the store the cashiers greeted us. But in another scenario, when we are paying at the cashier counter she did not greet the incoming customers. The inconsistent service level could be due to the fact that the staff is assigned tasks that are difficult to perform at the same time. So the manager should only assign tasks to the specific personnel who are capable to performing in their job scope. For example, in this case the cashiers should not be the one to greet the customers since they also have to complete the transaction for the customers.